Customer Service Support Manager

Mećkano is a market-leading cloud-based SaaS time and attendance management system. We are a leading provider of workforce management solutions, specializing in time clock software for businesses of all sizes. Our innovative products help companies track employee attendance, manage schedules, and streamline payroll processes .We leverage the power of cloud infrastructure and real-time computing to deliver a seamless user experience and unmatched scalability.

We’re looking for a highly motivated and energetic leader who will manage a team of customer service.

Role Description

-Conduct managerial routines such as team meetings to communicate goals, updates, and service procedures.

-Monitor the team’s performance, provide coaching, feedback and mentorship to improve performance and achieve targets.

-Provide expert technical support and troubleshooting assistance to customers, addressing their questions and concerns promptly and effectively.

-Track and analyze team performance metrics and prepare reports.

-Identify trends, performance gaps, and areas for improvement and work closely with different functions streamline processes and resolve issues.

-Responsible for employees engagement and professional development.

-Managing projects and tasks related to the customer care department.

· Collaborate effectively with cross-functional teams, including sales, marketing, product, design. and R&D, to ensure customer success.

Qualifications

- A strong background in customer service roles (2- 3 years ) - Must

-Previous experience in an call center – Must

-Proficiency in CRM systems and call center technologies (a plus).

- Proven experience in managing and motivating a customer service team.

-Self-learning ability